Professional Services Director

Professional Services Director Say hello to opportunities. It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions. This is where you and your skills come in. We’re currently looking for: A Director of Professional Services responsible for the strategic and operational leadership of the technical delivery teams. This role drives the strategy across the organization, aligns with the enterprise roadmap and go-to-market approach, and is key to scaling the organization operationally and driving consultative best practices and playbooks. This role provides first-level supervision, coaching, and support to Professional Services staff, ensuring they deliver the highest level of technical expertise and support to customers. This includes supporting the team in creating innovative technical designs to help acquire new customers and increase penetration within the existing customer base. The position also supports sales acquisition efforts and represents company solutions to prospective clients. Additionally, the Director is expected to influence product and process improvement initiatives by identifying and removing barriers, and modifying or enhancing current processes. Essential Functions Team Leadership & Development: Build and lead high-performing teams, hiring and retaining top talent in appropriate roles. Manage team goals, delegate work effectively, hold reports accountable, and empower direct reports to make decisions. Cultivate a culture of inclusivity, customer centricity, teamwork, and collaboration. Develop and empower direct reports to make decisions and take action. Strategic Planning & Direction: Develop and implement long-term product strategies related to Contact Center services. Provide strategic direction for Contact Center service offerings and packages globally. Contribute to the development of a growth strategy for the Professional Services team in the global market. Collaborate with sales leadership on strategic international expansion plans. Operational Management: Manage operational aspects of Professional Services, including Contact Center delivery teams. Ensure high-quality technical sales support and expertise for Contact Center solutions. Lead the implementation of Professional Services Automation (PSA). Support the establishment of global Training Services & Technical Enablement. Technical Expertise & Solution Delivery: Provide expert-level knowledge in UCaaS and CCaaS, including IVR systems, email integrations, API integrations with CRM, and call flow design. Data Analytics: Contact Center reporting, analytics, Quality Management, and Workforce Management solutions. Ability to leverage AI conversation insights and analytics to improve performance. Provide technical guidance to PS Project Managers, Engineers, and customers. Oversee the planning, design, and implementation of Contact Center projects, including Business Requirements Documents (BRDs). Customer & Stakeholder Engagement: Act as an escalation point for critical Contact Center issues. Demonstrate impeccable client service and foster a customer-centric culture, embracing CSAT & NPS metrics. Partner with account teams to ensure data accuracy in the sales funnel. Work cross-functionally to ensure enterprise alignment, providing input on products, customer feedback, and competitive insights. Fi ... (truncated, view full listing at source)